MasterCard Specialist, Customer Operations Support-2 in Shanghai, China

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Specialist, Customer Operations Support-2

Overview

Responsible for all aspects of operations support for existing customers, including process, business and technical consultation

Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties

Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle

Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery

Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements

Role:

Reviews customer issues logs, proposes initial enhancements and assists in problem resolution, including escalating advanced issues

Analyzes, troubleshoots, and pulls code and data to solve customer inquiries; uses a combination of available tools and individual knowledge

Guides customers through training documents may provide alternative solutions

May provide guidance to less experienced team members

Manages smaller project/initiatives as an experienced individual contributor with specialized knowledge within assigned discipline

Provides technical and domain support to internal consultation process to answer technical questions and explain technical concepts

All About You:

Experience using MasterCard tools, systems, and documentations to resolve moderately difficult customer issues, and guiding junior members to MasterCard resources

Success in answering and completing customer service inquiries; demonstrates strategic and preventative thinking with moderately difficult concepts

General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols

Some ability to deliver customer training

Bilingual in Mandarin & English is a must

Equal Opportunity Employer
Requisition ID: R-52896